酒店服务中心培训手册.doc

该【酒店服务中心培训手册 】是由【老狐狸】上传分享，文档一共【74】页，该文档可以免费在线阅读，需要了解更多关于【酒店服务中心培训手册 】的内容，可以使用淘豆网的站内搜索功能，选择自己适合的文档，以下文字是截取该文章内的部分文字，如需要获得完整电子版，请下载此文档到您的设备，方便您编辑和打印。-------GuestServiceCenterPreparedbyGuestServiceCenterPage1of53TABLEOFCONTENTSPart1,eLetterFromDirectorofRoomsPage03,anizationChartPage04Part2,Jobdescription,GSCManagerPage05,GSCSupervisorPage06,GSCShiftLeaderPage07,GSCAgentPage08,StandardOperatingProcedures,TelephoneEtiquettePage09,HandlingWakeUpCallsPage15,MakeAReservationPage18,Fax/MessageDeliveryPage22,DoNotDisturbRequestPage26,ConfidentialRequestPage27,ScreenCallsPage28,LuggageCollectionPage29,GuestRequestItemsPage31,RoomChangePage33,MaintenanceRequestPage36,MiniBarPostingPage38,WeatherForecastPage40,LongDistanceCallsbyHotelStaffPage41,plaintbyPhonePage42,HandlingLost&FoundItemsPage45,MedicalAssistancetoInHouseGuestPage48Part3,PriorityClubRewardPage50Part4,AcknowledgementletterbyemployeePage53PreparedbyGuestServiceCenterPage2of53Dearteammember,Firstly,,,,成为酒店前厅部的成员。你们积极的工作态度,创造性的思维及细致周到的服务,将是我们取得成功的关键因素。我们激励员工通过不断的学****和培训,来丰富专业知识,改善服务技巧,提高劳动生产力,最终取得整体前厅部的成功。,并获得宝贵的工作经历。Yourstruly,&irlDriver客户关系主任接待员商务中心文员客户服务中心文员行李生&门童司机**********PreparedbyGuestServiceCenterPage4of53JOBDESCRIPTIONJOBTITLE:GuestServiceCenterManagerAREA/DEPARTMENT:RoomsDivision/FrontOffice/GuestServiceCenterREPORTSTO:DOR/ADOR/FOM/AFOMPOSITIONSSUPERVISED:GuestServiceCentersupervisor/GuestServiceCentershiftleader/GuestServiceCenteragentJOBSCOPE:,Monitorday-to-dayoperationofGuestServiceCenter.,DirectlyreporttoFrontOfficeManager.,PerformanyassignmentsdelegatedbyFOMorAFOM.,GothroughGuestServiceCenterlogbookandhandoverbookforfollow-upactionordingly.,MonitortheroomspecialarrangementforVIPs,PCRmembersorindividualguestsbasedonthedailyactivityreportandbrieftoallGSCpersonnel.,upancyforecastandalertGSCpersonnel.,SCagents,upliftthemoraleandsoothethegrievanceofstaff.,Performallduties,panypolicies.,upancyandcontrolstaffleaves.,municationwithallrelativesectionsanddepartmentsandreviewtheworkingperformancemonthlyforteamrebuild.,plaintswithtactanddiplomacytoavoidfutureirritation,contactwithguesttomaintainsmoothrelationshipbetweenmanagementandguests.,municationissues,:GuestServiceCenterSupervisorAREA/DEPARTMENT:RoomsDivision/FrontOffice/GuestServiceCenterREPORTSTO:GuestServiceCenterManagerPOSITIONSSUPERVISED:GuestServiceCentershiftleader/GuestServiceCenteragentJOBSCOPE:,AssistGuestServiceCentermanagerinmonitoringday-to-dayoperationwithproperprocessing.,Beconcernedwithstaffdisciplineandstaffperformanceandhelptodevelopskillsforallstaffwithinthesection.,ordinglyintherespectivefiles.,Contributetooveralloperationalefficiencybyperformingrelevantdutiesasassigned.,Useyoursupervisionskillseffectivelytoencourageandmotivatestaff.,uestservicepersonnelconstantly,ensuringthatatalltimesmaximumguestsatisfactionisbeingachievedthroughguestrecognitionandpromptcordialattention.,urateandup-to-dateinformationatalltimes.,uraterecordoftelephonecallsbysupervisingordingly.,RegularlyconductonjobtrainingforallGSCagents,upliftthemoraleandsoothethegrievanceofstaff.,Keepthecleanlinessandtidinessofworkingenvironment,,goodattitudeandtelephonemanner,andSCofficeusage.,:GuestServiceCenterShiftLeaderAREA/DEPARTMENT:RoomsDivision/FrontOffice/GuestServiceCenterREPORTSTO:GuestServiceCenterManager/SupervisorPOSITIONSSUPERVISED:GuestServiceCenteragentJOBSCOPE:’,AssisttheGSCsupervisortosupervisethecall-inandfollowupactionintheabsenceofGSCsupervisor.,Havingapositiveattitudetowardswork,beself-disciplinedandself-motivated,setagoodworkingexampleforallsub-ordinates.,Beconcernedwithstaffdisciplineandstaffperformanceandhelptodevelopskillsforallstaffwithinthesection.,Contributetooveralloperationalefficiencybyperformingrelevantdutiesasassigned.,AssisttheGSCsupervisoronmonitoringguestservicepersonnelconstantly;ensuringthatatalltimesmaximumguestsatisfactionisbeingachievedthroughguestrecognitionandpromptcordialattention.,Enforcesrulesandregulationssetupforthedepartment.,urrencestoGSCsupervisortimely.,urateanduptodatepossible,andisdeliveredtotheguestinthemostmeaningfulway.,monerrors,especiallythroughonjobtraining.,:GuestServiceCenterAgentAREA/DEPARTMENT:RoomsDivision/FrontOffice/GuestServiceCenterREPORTSTO:GuestServiceCenterManager/Supervisor/ShiftLeader